If you have 1 million $10 customers and 10,000 have a problem the cost of losing their business isn't amazingly huge, especially as most of them probably won't switch vendors.
When you have ten $1,000,000 customers you might listen more if one has a problem.
If you have 1 million $10 customers and 10,000 have a problem the cost of losing their business isn't amazingly huge, especially as most of them probably won't switch vendors.
When you have ten $1,000,000 customers you might listen more if one has a problem.